•   Lead daily operations across 4–5 concurrent client accounts and a team of 52 (37 direct reports), sustaining SLA compliance at 90%+ against client quality agreements.

•   Drive high-value recovery operations, achieving 102% of the annual recovery target on a complex, high-value project and consistently delivering at or above 100% recovery across the majority of managed accounts.

•   Improved monthly recovery performance by analysing underperforming trends and refining custom queries, consistently bringing projects back to target, and present weekly data-driven insights to senior leadership to support planning decisions.

•   Supported 4 onsite process transitions — UK (1 process, team of 7) and US (3 processes, teams of 5–20) — stabilising each within 4–8 weeks and building the documentation that keeps programmes running post-migration.

•   Plan resourcing for 20+ annual hires and staffing for transitions of 5–20 FTEs, and designed a team performance scorecard enabling real-time KPI tracking and visibility into year-end rating projections.

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